May 2014
Beginner to intermediate
196 pages
5h 17m
English
Content preview from Practical Zendesk Administration, 2nd EditionBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Chapter 8. Automated Business Rules
Every organization has a slightly different set of ideas for how it would like to support customers. When we have implemented Zendesk solutions for organizations, support managers sometimes said they had a “standard customer service setup,” but over the years we’ve learned that there is no such thing. When we really dug into what each support manager wanted to accomplish with Zendesk, we found that the requirements were quite specific to the particular organization, as each one has a unique set of circumstances that impact how Zendesk should be set up.
In order to accommodate this diverse range of customer requirements, Zendesk offers a very flexible set of tools to capture your organization’s business process. In the previous chapter, we explained views and macros, which are the first pieces of your business process, but dealt with them from the agent’s perspective.
From an administrator’s perspective, you can define a number of automated business rules using triggers and automations. This chapter will describe each of these in detail, along with some other business rules that may be configured by administrators in Zendesk.
User and Organization Tagging
The User and Organization Tagging feature is one of our personal favorites in Zendesk, because it’s so simple, but makes it so much easier for you to provide varying levels of support to each of your customers. Using this feature, administrators can add tags to users or organizations in the same way ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.